**Career Area:** Enterprise Cross Functional **Job Description:** **Your Work Shapes the World at Caterpillar Inc.** When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. **About Cat Financial** Cat Financial is a subsidiary of Caterpillar Inc., the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For more than 40 years, Cat Financial has provided a wide range of financing solutions to customers and Cat® dealers for machines, engines, Solar® gas turbines, genuine Cat parts and services. Headquartered in Nashville, Tennessee, Cat Financial serves customers globally with offices and subsidiaries located throughout North and South America, Asia, Australia, Europe and Africa. Visit cat.com to learn more about Cat Financial. **Position Summary** Provides support for Customer Service Representative, coordination of services, problem resolution and/or recommendations on selected products and services. **What You Will Do** • Provides administrative support for the Customer Services Representatives. Administrative support includes, preparing invoices and other miscellaneous forms and letters. • Answering inbound customer service inquiries. Providing analysis or troubleshooting and redirecting them when appropriate. • Identifying issues and determining appropriate course of action for effective resolution. • Understanding of products and services offered, providing appropriate solutions to customer queries. **D** **eg** **r** **e** **e** **Re** **qu** **i** **r** **eme** **n** **t** Degree or equivalent experience desired **What You Have** **C** **u** **st** **o** **mer F** **o** **c** **u** **s:** Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions. • Communicates the importance of customer needs/expectations and commits to resolving them. • Solicits customer satisfaction feedback and acts on improvement opportunities. **D** **a** **ta** **G** **a** **t** **he** **ri** **n** **g &** **A** **nal** **y** **s** **i** **s:** Knowledge of data gathering and analysis tools, techniques, and processes; ability to collect and synthesize data from a variety of stakeholders and sources in an objective manner to reach a conclusion, goal, or judgment. • Describes alternative data-gathering techniques and tools. • Documents basic data-gathering methodologies. **S** **e** **r** **v** **i** **c** **e E** **x** **c** **e** **ll** **e** **n** **c** **e** **:** Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner. • Cites personal experiences of receiving excellent customer service. • Describes examples of poor, mediocre, and excellent service. **C** **on** **s** **u** **l** **t** **i** **n** **g** **:** Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately. • Explains the roles and responsibilities of a consultant. • Presents a professional image, especially when dealing with customers. **Dec** **i** **s** **i** **o** **n M** **a** **king a** **n** **d** **C** **r** **i** **t** **ica** **l** **T** **h** **i** **n** **k** **i** **n** **g** **:** Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment. • Identifies issues and communicates with others when a decision needs to be made. • Describes types of decisions incumbent may and may not make in own job or function. **Eff** **e** **c** **t** **i** **v** **e** **C** **o** **mm** **uni** **c** **a** **t** **i** **on** **s:** Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors. • Delivers helpful feedback that focuses on behaviors without offending the recipient. • Listens to feedback without defensiveness and uses it for own communication effectiveness. • Makes oral presentations and writes reports needed for own work. • Looks for and considers non-verbal cues from individuals and groups. **P** **r** **ob** **l** **e** **m** **S** **ol** **vi** **n** **g** **:** Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations. • Describes problem reporting and escalation practices. • Utilizes accepted procedures for problem analysis and resolution. **Rel** **a** **t** **i** **on** **s** **h** **i** **p M** **ana** **g** **e** **me** **n** **t** **:** Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers. • Provides examples of the characteristics of effective business relationships. • Identifies key business relationships in own organization. **Additional Details** Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Caterpillar offers many job opportunities outside of Philippines which can be found through our employment website at www.caterpillar.com/careers. **About Caterpillar** Caterpillar Inc. is the world’s leading manufacturer of construction and mining equipment, off-highway diesel and natural gas engines, industrial gas turbines and diesel-electric locomotives. For nearly 100 years, we’ve been helping customers build a better, more sustainable world and are committed and contributing to a reduced-carbon future. Our innovative products and services, backed by our global dealer network, provide exceptional value that helps customers succeed. **Posting Dates:** October 23, 2024 - November 5, 2024 Caterpillar is an Equal Opportunity Employer (EEO). Not ready to apply? Join our Talent Community (http://flows.beamery.com/caterpillarinc/talcom) .